Service Desk Analyst

What You'll Do

• Own and manage the Service Desk ticket queue, ensuring proper prioritization and escalation.
• Provide in-person desktop and phone support for end users.
• Follow up with users, provide feedback, and see issues through to resolution.
• Diagnose and resolve technical issues in a timely and professional manner.
• Undertake small- to medium-sized IT projects and initiatives.
• Ensure consistent device setup, support standards, and user experience across locations.
• Complete internal user setups, including laptops, monitors, peripherals, and related equipment.
• Support Microsoft Teams Room conference units and collaboration technologies.
• Ensure software licensing records are accurate and maintained.
• Maintain and improve Service Desk documentation and knowledge base articles.
• Ensure accurate asset and software inventory records to support audit and compliance readiness.
• Act as the primary escalation point for complex or high-impact end-user issues.
• Perform basic administrative support duties as needed to meet operational objectives.